Peplink Engineering Services

Slingshot6 is a connectivity agency, an idea and term that we have borrowed from the digital / creative agency world.

In a nutshell, as an agency we are all about adding value to the customer and partner projects we work on. We take the decades of combined experience we have using Peplink technologies and building SDWAN services and offer that (for a fee) to Peplink partners and customers.

The big idea – and what we get most excited about, is that we act as a catalyst and as an accelerator for growth for those companies we work with. We speed up service design and delivery, we provide support and training to enable others to deliver and maintain SDWAN services and – perhaps most importantly of all, we actively build a community of SDWAN specialists that can work together to deliver extraordinary projects at any scale globally.

Turnaround and Productivity

Often times even simple helpdesk requests have complexities. Some requests may take a short time to complete, some might take longer depending on the complexity of the request. While we can not provide a specific timeline for when your request(s) will be completed, we can promise there will be daily progress made on your requests.

Tasks get completed faster when you supply all the information we need. If we don’t need more information and can take action on a task right away, that reduces back and forth and gets your tasks completed sooner.

Available as part of the ‘We’re Here For You’ package, is implementation of Pre-defined services.

As the name suggests this is a service level implementation we undertake on your behalf eg Initial device configuration, customer device post configuration or remedial action. In all cases, the actions we take need to have been documented and approved for production use.

Monday to Friday 9.00am to 5.00pm excluding UK public holidays.

A Fair Usage Policy is in place to act as a means to review ticket volumes.

We are Peplink product and technology specialists – its all we’ve been focused on and working with for years. We bring all of that knowledge and experience and past work helping Peplink users, partners and engineers to help you with your Peplink projects.

This is our core specialism and we focus on this to ensure we are experts in this field.

As a contract between our clients and SS6 that carries on but can be cancelled with the term stated, rolling contracts enable us to be brought into support specific deployments and project stages giving our clients flexibility over direct employment.

So that we can – when asked, step in and review the configurations of devices directly to speed up time to resolution for the client.

While email has its place, it does not allow for the most efficient way of working as an extended team. We use Trello Boards on our higher service levels to track questions, answers and also create a valuable archive of material for our clients specific to their projects.  Slack and Trello bring our clients and SlingShot6 together to form a strong partnership and ensures successful engagements.

If you’re considering an application or use case of Peplink technology you can ask us for design help and suggestions on how to approach the requirement and ideas on what Peplink features you can use to differentiate your solution.

As the name suggests, this is a service level implementation we undertake on your behalf – eg Initial device configuration, customer device post configuration or remedial action.

In all cases, the actions we take need to have been documented and approved for production use as part of a separate project based task.

We will commit to provide an initial response to your question within the 4 and 8 hour time-frames during the working day.

Do we operate outside of those times? Of course, but the SLAs are what we can commit to within this framework.

Custom operating and support hours are also negotiable.

The real value of working with an agency (apart from helping with your day to day support questions) becomes possible when we have really gotten to know you properly.

This then enables us to work with you in a proactive way to suggest products/features you should take a look at and ideas on new or service improvements.

This is for those instances where you need and want to scale your business in a low risk fashion.

So instead of employing a new member of staff and then having to train them in Peplink technologies, you can present us as a virtual in house engineer.

We can send and receive email using your mail systems reducing friction and saving time and money when you need more resources to deliver Peplink technologies to your customers.

Because we want to ensure that we are in sync with your projects and your company. They are a good way to reconfirm details and priorities and build that working partnership.

They don’t have to last very long, and their frequency might change as existing projects come to a close and new projects start, but they are an invaluable way to get the most out of our working relationship.

It’s when your engineering teams may have a critical installation or configuration change about to happen, and so it would be good to have someone ready to help in case things don’t go to plan.